STRATEGI PENINGKATAN KUALITAS APARATUR DALAM PELAYANAN SERTIFIKAT TANAH PADA BADAN PERTANAHAN NASIONAL KOTA MALANG

Abstract

Public service is an activity offered by the Government to every citizen to fulfill their needs for goods, services and administrative services in accordance with statutory regulations. The implementation of public services is based on service standards of quality and speed, simplicity, and affordability. and measurable. The aim of public services is to produce satisfaction and services that meet community needs. Public services in Malang City are of concern to the Government, especially the creation of land certificates. It is recommended that people have proof of ownership. However, getting it is not easy, apart from being a long process it is also expensive. Land certificates are the people's desire so that the process is smooth and easy. The officer certification process is influenced by the officer's expertise in providing services, facilities and infrastructure. The research method used is a qualitative method with a descriptive approach. The focus of this research is HR (Human Resources) in the governance of the Malang City Land Office, service strategy which is measured based on "RATER" (Reliability, Assurance, Tangible, Empathy and Responsiveness), service quality which is measured is Accountability, as well as supporting factors and inhibitor. The research results state that insurance/guarantee performance and empathy performance have a very good effect on government services. Meanwhile, reliability performance, physical evidence and responsiveness still have a negative influence, meaning they are not running well and there is a need to improve services from the government.